Technical Support Specialist I

Ericsson is a leading company in Global Service and Support, and they are seeking a Technical Support Specialist I to join their team. The role involves interacting with customers to address inquiries and provide technical troubleshooting, while maintaining a high standard of customer satisfaction.

Responsibilities

• Respond promptly to customer inquiries via phone, chat & digital cases
• Create & maintain case management records using a CRM
• Provide front line support to customers and partners
• Curate knowledge base articles to foster customer self-help tools available online
• Recommend enhancements to Ericsson Products and Services that would improve the serviceability and operation of our offerings
• Regularly provide feedback on the soundness and effectiveness of the department’s policies and procedure
• Maintain a high standard of customer satisfaction
• Support maintains an opt-out model for company recognized holidays

Skills

• Excellent communication skills
• Excellent interpersonal skills
• Excellent organizational skills
• Excellent presentation skills
• Self-motivated
• Detail-oriented
• Well organized
• Ability to interact with customers to collect, provide, and process information in response to inquiries, concerns, and requests about products and services
• Ability to provide basic technical troubleshooting and recommend resolutions to the customer
• Experience in creating and/or modifying knowledge article solutions for customer support
• Experience in maintaining case management records using a CRM
• Ability to provide front line support to customers and partners
• Ability to curate knowledge base articles to foster customer self-help tools available online
• Ability to recommend enhancements to products and services that would improve serviceability and operation
• Ability to provide feedback on the soundness and effectiveness of department policies and procedures
• Ability to maintain a high standard of customer satisfaction

Benefits

• Subsidized, nationwide PPO medical benefit options including a low-deductible Point of Service Plan and a qualifying High Deductible Health Plan (HDHP), with a generous company-provided HSA contribution.
• 401(k) plan has a 4% company match and immediate vesting.
• Company-paid employee basic life and AD&D insurance and company-paid disability benefits.
• Minimum of 15 days of accrued vacation, up to 3 personal days per year, 11 annual holidays, 8 hours of volunteer time, and 80 hours of sick time annually.
• Up to 16 weeks of paid maternity leave and 6 weeks of parental or adoption leave at 100% of pay.
• Comprehensive Employee Assistance Program, Talkspace mobile therapy, and volunteer paid time off.

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